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Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
Social media in travel and hospitality business
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Social media in travel and hospitality business

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  • 1. social media
    ?
    important in travel & hospitality business
  • 2. booking a holiday is a largeinvestmentin terms of moneyspent and happinessreturned
    KathrynMcDonellonEconsultancy
  • 3. defining and positioningsocial media
    katrien cattoor - khbo
    3
  • 4. what is social media?
    < the internet ?
    < the internet as a tool ?
    < the internet as a conversation tool ?
    = websites as aconversationtool
    ©katrien cattoor - khbo
    4
  • 5. let’s talk to eachother!
    katrien cattoor - khbo
    5
  • 6. definitionsocial media
    online media thatallowusersto participatein the creation of the content
    • traditional media delivers content butdoesn’tallow to participate
    Susan Ward – IT consultant
    katrien cattoor - khbo
    6
  • 7. tourismon the internet
    e-tourism
    social media
    • marketing <communication
    • 8. B2C + B2B + C2B + C2Ceverydirection
    • 9. public
    • 10. harder to manageharder to measureresults
    • 11. focus onnetworking
    • 12. marketing < selling
    • 13. B2CorB2Bonedirection
    • 14. private
    • 15. easier to manageeasier to measureresults
    • 16. focus on service
    ©katrien cattoor - khbo
    7
  • 17. the online community
    facebooktwitterflickrbloggerwordpressdeliciousfoursquareidenti.capicasatripadvisorlastfmblip.fmfriendfeedyoutubeslidesharemyspacesoundclouddiigogooglelinkedinqqwikipedia
    ©katrien cattoor - khbo
    8
  • 18. anexampleof a customerusingsocial mediato share a travel experiencewithpeers
    ©katrien cattoor - khbo
    9
  • 19. ©katrien cattoor - khbo
    10
    shareyourexperienceat yourlocation
    check in
    locateyourself
  • 20. look at me !
    katrien cattoor - khbo
    11
  • 21. ©katrien cattoor - khbo
    12
    automaticallyshareyourexperienceat thatlocationvia Twitter / Facebook
  • 22. anexampleof a citytourism board usingsocial mediato have a conversationwithvisitors
    13
    katrien cattoor - khbo
  • 23. katrien cattoor - khbo
    14
    corporate website
  • 24. katrien cattoor - khbo
    15
    corporate website
    look! myfacebookfriendswhopushedon I like
  • 25. katrien cattoor - khbo
    16
  • 26. katrien cattoor - khbo
    17
  • 27. anexampleof a touroperatorusingsocial mediato have a conversationwithcustomers
    katrien cattoor - khbo
    18
  • 28. katrien cattoor - khbo
    19
  • 29. talk to me !
    katrien cattoor - khbo
    20
  • 30. katrien cattoor - khbo
    21
  • 31. katrien cattoor - khbo
    22
  • 32. let’ssharewhat we knowtogether!
    katrien cattoor - khbo
    23
  • 33. generalplayers
    ©katrien cattoor - khbo
    24
    * in 2010
  • 34. specialplayers
    ©katrien cattoor - khbo
    25
  • 35. katrien cattoor - khbo
    26
  • 36. social media, yesbut…
    What do these numbersreallymean?
    Is it a hype thatwill end soon?
    What is the impact formy business?
    ©katrien cattoor - khbo
    27
  • 37. the number of accounts?
    Influence of social media is hard to measurewithnumbers.
    I can start twitteringtoday and quitnext week.
    Howmanyinactive accounts, howmanyunreadposts are there?
    It’s abouthowmanypeoplereadthe content.
    ©katrien cattoor - khbo
    28
  • 38. katrien cattoor - khbo
    29
  • 39. a hypethatwill end soon?
    no !
    this is only the beginning…
    ©katrien cattoor - khbo
    30
  • 40. playtime is over
    Somebrands are still in the first stadium of exploringsocial media.
    katrien cattoor - khbo
    31
  • 41. somefuture trends
    50% of Europeantravelerswilluse a smart phone to find travel informationormakereservationsby 2015.
    40% of the travel and tourismindustry views social media as a major opportunity over the nextfiveyears.
    katrien cattoor - khbo
    32
  • 42. ©katrien cattoor - khbo
    33
  • 43. the impactfor business?
    katrien cattoor - khbo
    34
  • 44. ©katrien cattoor - khbo
    35
    small impacts
  • 45. katrien cattoor - khbo
    36
    x-large impacts
  • 46. katrien cattoor - khbo
    37
    impact of complainingontwitter?
    + €200 000 damagefor T-Mobile
  • 47. ok, buttelecom is anotherindustry
    let’s talk aboutthe usability of travel websites
    (no, that is a for a nextpresentation)
    katrien cattoor - khbo
    38
  • 48. katrien cattoor - khbo
    39
  • 49. katrien cattoor - khbo
    40
    thiscanbe the impact of social media !
  • 50. conclusions
    Don’t close youreyesforsocial mediabecausethey are here to stay.
    Theyimproveordamageyourreputation.
    Invite yourcustomers to talk onyour platform – ifnotthey talk aboutyouanyway.
    katrien cattoor - khbo
    41
  • 51. someadvice
  • 52. Tourism business should have a strategyfor online socialnetworking.
    ThisincludesinteractiononTripAdvisor, Facebook, Twitter, YouTube and Flickr.
    Jennifer Huber – social media consultant
    katrien cattoor - khbo
    43
  • 53. Use social marketing in conjunction with all your web presence.
    Axses – travel marketing company
    katrien cattoor - khbo
    44
  • 54. Social media are notadvertising tools.
    It’s an online public relations medium: > Show sincere interest in yourcustomer. > Let yourcustomer talk and listen attentively. > Talk aboutwhat concerns yourcustomer.
    Peter Desmyttere - marketing consultant
    katrien cattoor - khbo
    45
  • 55. stimulateinteraction.
    askquestions.
    becreative & funny.
    tell a story.
    develop a useful web app.
    katrien cattoor - khbo
    46
  • 56. bio
    I made thispresentationforthe International Week of Tourismone-tourismin April 2011 at the AkdenizUniversityAntalya, Turkey.
    I was sent by the KHBOUniversity CollegewhereI’m a lecturer in ICT, statistics & market research.
    katrien cattoor - khbo
    47
  • 57. here I foundinspiration
    http://sbinfocanada.about.com/od/socialmedia/g/socialmedia.htm
    http://econsultancy.com/uk/blog/7219-what-do-users-do-on-travel-websites-2
    http://econsultancy.com/uk/blog/7134-what-do-customers-want-from-travel-websites
    http://www.tnooz.com/2011/01/25/news/tripadvisor-accuses-tv-star-and-hotel-owner-of-intimidating-hotel-guests/
    http://www.visitoostende.be/
    http://www.stikkymedia.com/articles/social-media-and-the-tourism-industry-statistics
    http://www.suite101.com/content/5-social-networking-sites-for-tourism-businesses-a174939
    http://www.axses.com/encyc/archive/arcres/Social-Media-Travel-Marketing.cfm
    http://www.slideshare.net/PeterDesmyttere/sociale-media-voor-bedrijven
    http://www.slideshare.net/maxmanagement/online-travel-marketing
    http://www.penn-olson.com/2010/04/05/how-to-promote-tourism-through-social-media/
    http://www.emedium.nl/social-media-een-hype/
    http://www.nrcnext.nl/blog/2010/10/25/youp-vant-hek-brengt-t-mobile-imagoschade-toe/
     
     
    and manymore on http://www.delicious.com/cattoor/socialmedia
    katrien cattoor - khbo
    48
  • 58. thankyou
    all the peoplewhopublisheduseful content on the internet, Olivier DujardinfromTravelmediaBelgium, marketing consultant Peter Desmyttere, myemployerKHBO, mycollegues, my contact in Antalya Yιlιdrιm Yιlmaz, myparents, my partner and everyoneelsewho supports me
    katrien cattoor - khbo
    49

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